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Upgraded to the Maxx from the Droid X in April. Bought the Otter Box Commuter. Went to Verizon store in June due to poor reception (low bars) and frequent data (both WiFi and LTE) connection drops. Store rep told me it was a problem with the simm and swapped the card- no questions no charge. No improvement. Because I wasn’t actually dropping calls, I chalked it up to the phone model and didn’t go back to the store or CS regarding a replacement. BIG MISTAKE> Two days ago I made a call and put the Maxx (in the otterbox) in the front pocket of my loosely fitting shorts as I was standing in line at a store. I felt the phone vibrate as I got my food, put the tray on the table and retrieved the phone from my pocket before I sat down and the phone display would not light up. The phone was also unusually hot to the touch. I looked closer and found the inside screen cracked. There was no crushing, dropping, or impact of any kind. The phone was in the otterbox, screen side against my thigh, in my pocket. The screen has multiple cracks under the gorilla glass. I went to the Verizon store yesterday and the rep said he’d heard it about ‘digitizers’ cracking without impact before. He told me to read the forums because it’s a known issue, and then call CS about the defect because I have no insurance (didn’t think I needed it because I’m careful, I bought the case, and the Droid X was built like a sherman tank). I found many posts here and elsewhere about my issue. I called Verizon CS and to her credit the woman I spoke with was phenomenal. She explained that she would send a replacement phone. She then said she was worried about me being charged up to $300 if the phone showed signs of damage upon inspection. She told me that warranty replacements are not ALWAYS inspected thoroughly, but that an impending charge was a possibility. I was adamant the phone was defective as there was no evidence of impact on the outside glass itself. I referenced the forms here and that many people are complaining of the same issue. She told me that, if I was charged, to call back and refute it. She then proceeded to review my data usages and adjust my contract accordingly to save me about $20 per month. I agreed to the warranty replacement and new phone was shipped yesterday to arrive on 9/27 via USPS. I was informed that a box/label would be sent and I would have to mail my defective phone within 5 business days of receiving the box. I am still able to use the phone to make calls with my car’s Bluetooth. Now I am waiting for the box and new phone to arrive. I’ll send the defective one in and follow the CS rep’s advice to “keep my fingers crossed” with regard to whether or not the phone will be flagged as damaged. If so and I am charged, it will appear on my November bill. I’m hoping for the best, but dubiously expecting to make a frustrating phone call around Election Day. I figure, if I am charged the $300, I can subtract $200 due to the savings off my bill from the account adjustment. And, not having to deal with Motorola refusing to fix it will be worth the other $100. Having the phone repaired by Motorola isn’t an option because I don’t want to be without it for 2 weeks on top of the costs I would incur. I sat down and compared the Maxx to my old X and the difference is remarkable. The X case is metal and minus the Kevlar back, the Razr is plastic. If I do receive a replacement, I expect the new Maxx to break before my contract is up NEXT December. The Razr is lighter and thinner than my old X. But I can’t in good conscience upgrade to another Moto phone- warranty or not, I want a quality product for my money. My question is, has anyone with this or a similar issue had luck with a warranty replacement? What are my chances?
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I have read all the different threads on screen cracking/breaking. Many admit to dropping their device or bumping into something. But there are as many or more who, like you, just find their screen cracked, usually accompanied by a very hot screen. I have dropped mine putting it into my pants pocket, about 3 feet, onto concrete and although there were two gouges in the top left rear corner...no breakage. I was also out on the water during the summer and my screen got so hot I got a message that it was going to dim so it could cool off. Again, no physical damage. There doesn't seem to be any rhyme nor reason to any of these screens breaking (except possibly in the case of those dropped/bumped). I wish you good luck. Don't know whether it would be a good idea to jot down the history of your conversations with CS and putting it in the box with the return. IDK.
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I find it interesting that several other discussions regarding this defect have been commented on by VZ CS reps asking for more information from people who have experinced this problem. I don't expect that here as my OP clearly states my problem is being addressed. It just seems like the issue is now getting some attention, which in all that I have read so far hasn't been the case.
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What you experienced is the reason i have T.E.C. on both of my Maxx's it's a little more Money that comes out of the Pocket at bill Paying time but having it kind of pays off in the Long Run..
Here is How T.E.C. Covers a Phone or Tab.. Via the Verizon Web Site
http://support.verizonwireless.com/clc/features/calling_features/equipment_protection.html
Total Equipment Coverage
Total Equipment Coverage* offers combines the benefits of Asurion’s Wireless Phone Protection with the Verizon Wireless Extended Warranty program and is now enhanced with Asurion’s Mobile Recovery on compatible devices. If your device or covered accessories are lost, stolen, damaged or experience a mechanical or electrical defect after the manufacturer’s warranty expires, you are protected.
- Phones
- $6.99 per month per covered phone.
- $45 non-refundable deductible per approved claim.
- 2 replacements in a 12-month period with an equipment maximum of $400 per claim (in New York, 2 claims per policy year)
- Advanced Devices
- $6.99 per month per covered device.
- $99 non-refundable deductible per approved claim.
- 2 replacements in a 12-month period with an equipment maximum of $1500 per claim (in New York, 2 claims per policy year)
- Tablet (Not available for Motorola XOOM and Xyboard)
- $9.99 per month per covered device.
- $149 non-refundable deductible (Tablets) per approved claim.
- 2 replacements in a 12-month period with an equipment maximum of $1500 per claim (in New York, 2 claims per policy year)
- Other Devices
- $9.99 per month per covered device
- $169 non-refundable deductible (8GB, 16GB iPhone® 4 and 16GB iPhone® 4S) per approved claim
- $199 non-refundable deductible (32GB iPhone® 4 and 32GB, 64GB iPhone® 4S) per approved claim
- 2 Replacements in a 12-month period with an equipment maximum of $1500 per claim (in New York, 2 claims per policy year)
Replacement devices may be remanufactured equipment. If the same model is not available, a comparable model will be provided. You may cancel at any time and receive a prorated refund of your monthly fee.
- For a list of equipment in the Phones, Advanced Device and Tablet programs, please visit Asurion's website or call Asurion at (888) 881-2622.
- Mobile Recovery**
- Mobile Recovery is an application included with Total Equipment Coverage, at no additional cost (data charges may apply for the download and use of Mobile Recovery). Mobile Recovery allows you to:
- Locate a lost device (location shown geographically on a map)
- Sound a phone alarm to find a lost device
- Remotely lock a device to secure your data
- Remotely wipe a device’s contacts to protect your privacy
- Mobile Recovery is an application included with Total Equipment Coverage, at no additional cost (data charges may apply for the download and use of Mobile Recovery). Mobile Recovery allows you to:
Once enrolled in Total Equipment Coverage, you can download the Mobile Recovery application from www.MyMobileRecovery.com. Installation and setup take just a few minutes.
To prevent the permanent loss of contacts, the use of Backup Assistant is strongly recommended in conjunction with Mobile Recovery. Mobile Recovery is unable to secure or wipe information stored on any removable memory source (i.e., memory cards).Asurion Wireless Phone Protection Asurion, a third-party licensed insurance agency, offers insurance coverage for your wireless device and certain standard accessories. If you have Wireless Phone Protection and your device is lost, stolen or accidentally damaged (including liquid and physical damage), you may file your claim with the Asurion within 60 days of the incident and the device will be replaced upon claim approval. To make an insurance claim online or to obtain Asurion’s Wireless Phone Protection Brochure (including all terms and conditions), please visit Asurion's website or call Asurion at (888) 881-2622. Asurion Wireless Phone protection is part of Total Equipment Coverage and is also sold separately.
- Phones
- $5.18 per month per covered phone.
- $45 non-refundable deductible per approved claim.
- Equipment maximum limit: $400 per completed claim.
- Advanced Devices
- $5.18 per month per covered device.
- $99 non-refundable deductible per approved claim.
- Equipment maximum limit: $1500 per completed claim.
- Tablets
- $8.18 per month per covered device.
- $149 non-refundable deductible per approved claim.
- Equipment maximum limit is $1500 per completed claim.
- Other Devices
- $8.18 per month per covered device.
- $169 non-refundable deductible (8GB, 16GB iPhone® 4 and 16GB iPhone 4S) per approved claim.
- $199 non-refundable deductible (32GB iPhone 4 and 32GB, 64GB iPhone 4S) per approved claim.
- Equipment maximum limit: $1500 per completed claim.
- For a list of equipment in the Phones and Advanced Devices programs, please visit Asurion's website or call Asurion at (888) 881-2622.
- Claim Limits: 2 Claims in a 12-month period (In New York, 2 claim limit is per policy year).
- Asurion may fulfill claims with new or remanufactured equipment. In general, claims are fulfilled with the same make and model you claim. If this is not possible, a like-kind make and model will be substituted. Color, feature and accessory compatibility are not guaranteed.
- Cancellation Policy: You may cancel your coverage at any time and receive a pro-rated refund of your unused premium.
Extended Warranty* provides convenient coverage against mechanical or electrical defects after the manufacturer’s warranty expires. You will receive a Certified Like-New Replacement of the same or comparable model. The monthly cost is $1.99 per device. Verizon Wireless Extended Warranty is part of the Total Equipment Coverage bundle or sold separately.
Verizon Wireless customers activating new equipment can only enroll at the point of activation or within 30 days of new equipment activation.
*Total Equipment Coverage and Extended Warranty are not available in Florida. Florida customers receive extended warranty coverage under the Asurion Wireless Phone Protection policy.
**Not all devices are compatible. View a list of compatible devices.
Extended Warranty Terms and Conditions
How to Get It
For any of these programs, Verizon Wireless customers can only enroll within 30 days of the following:
- New account activation with new equipment.
- Upgrade with new equipment purchase.
- To enroll in any of these programs, customers should contact Verizon Wireless Customer Service at (800) 922-0204 or visit any Verizon Wireless retail store location; or to enroll in the Asurion Wireless Phone Protection program only, customers should call Asurion at (888) 881-2622.
How to Use It
Extended Warranty:
If you are enrolled in either Total Equipment Coverage or the Extended Warranty program, call (866) 406-5154 (toll free from a landline phone) and we'll diagnose the issue with you right over the phone. You may also visit any Verizon Wireless store to diagnose and address the problem with your wireless device. With Total Equipment Coverage and Extended Warranty defective devices after the manufacturer’s warranty will be replaced for free with a Certified Like-New Replacement. Contact Verizon Wireless at (866) 406-5154
Asurion Wireless Phone Protection:
- First - If your equipment is lost or stolen, sign in to My Verizon online, and choose the 'Suspend/Resume Service' link under Quick Links on the overview page. You will then be guided through the steps to either Suspend or Resume your service. [You can also dial (800) 922-0204 (from any phone) and complete this task via our Interactive Voice Response (IVR)].
- If you have Total Equipment Coverage and have the Mobile Recovery application please visit www.MyMobileRecovery.com to attempt to locate and lock your device or wipe your contacts before suspending your service.
- Next you will need to file an insurance claim:
- The fastest and easiest way to file is online or through My Verizon.
- You can also contact Asurion Customer Care at (888) 881-2622.
Top Questions
How do I replace my lost, accidentally damaged or stolen device if I have equipment protection?
Important Information
Extended Limited Warranty or Service Contract
Asurion Wireless Phone Protection Terms and Conditions
For Asurion Wireless Phone Protection Terms and Conditions, please call Asurion Customer Service at (888) 881-2622 or visit Asurion's website.
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I had nearly the same experience with my Droid Razr Maxx - cracked screen for no apparent reason. I also carry the Asurion Total Equipment Coverage which I would gladly use if indeed I had damaged the phone. Somehow it doesn't seem right to spend more money to replace a defective product and be sent the same model phone which will likely have the same problem again. I use my car insurance when I smack up my car - not when it is defective. Motorolas' own website says "Seriously thin, DROID RAZR MAXX is the exact opposite of frail." This is absolutely not the case. These phones need to be recalled and all of us stuck with defective products should get free replacements. I know Verizon / Motorola are probably hesitant to do this because how can they verify which phones actually were abused and which were defective. Not sure how they will deal with that, but this phone certainly does not perform as advertised. Maybe a good compromise would be to offer anyone complaining of this issue a early upgrade elegibiliy option on their contracts. This would give Verizon an opportunity to still make some money, keep customers happy and give us the option to get out from under a defective phone without having to pay $500-$600 outright for a new model phone.
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It's a Hard Call, but so far mine has done like Jim's has done Not many issues to speak of the only one that raises the Hair on my back is when i'm doing Voice searches in the Web browser and it locks up an i have to repeat or start over..